We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 365360 results
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Decision Reference DRN-4777307
11 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4777307 The complaint Mr A complains about how Bank of Scotland plc trading as Halifax dealt with a new debit card request. What happened Mr A says his debit card was cancelled and went into a Halifax branch. He says a new debit card was ordered then cancelled. Mr A says Halifax treate... (2 pages)View decision -
Decision Reference DRN-4718204
11 May 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4718204 The complaint G complains about how PayPal (Europe) S.Ã r.l et Cie, S.C.A. trading as Zettle by PayPal dealt with a chargeback. G is represented by Mr P. What happened Mr P says a chargeback was raised by a customer of G in around October 2023. He says he received an e-mail f... (2 pages)View decision -
Decision Reference DRN-4650384
10 May 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4650384 The complaint Miss F complains about the way Metro Bank PLC dealt with her requests for assistance in relation to card payments recorded on her account. What happened Miss F holds a Metro Bank current account. She attempted to make an £80 card payment from her account to pay a ... (2 pages)View decision -
Decision Reference DRN-4432294
10 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4432294 The complaint Mr B complains about Santander UK Plc. He says that Santander didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost. What happened The details of the complaint are well known to both parties, so I... (4 pages)View decision -
Decision Reference DRN-4636964
10 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4636964 The complaint Mr T complains on behalf of his company ‘T’, which holds an account with Lloyds V. Mr T is the sole director of the company, so for ease I will refer to Mr T throughout the decision. Mr T says that Lloyds didn’t do enough to protect him when he became the victim o... (3 pages)View decision -
Decision Reference DRN-4515032
10 May 2024 NewDay Ltd UpheldConsumer CreditDRN-4515032 The complaint Mr M complains that NewDay Ltd made it impossible for him to carry out a balance transfer. What happened Mr M had a store card account with a third party, who ceased trading. His account was sold to NewDay in 2021. NewDay closed his account, which meant that he co... (3 pages)View decision -
Decision Reference DRN-4770600
10 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4770600 The complaint Mr H complains National Westminster Bank Plc (“NatWest”) failed to follow his instructions by not sending payments bound for humanitarian causes in Cuba. Mr H also complains NatWest closed his account and did so without explanation. What happened The details of th... (5 pages)View decision -
Decision Reference DRN-4456863
10 May 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4456863 The complaint Mr H has complained that Starling Bank Limited (“Starling”) closed his account after providing 90 days’ notice and didn’t give a reason why. What happened On 7 August 2023 Starling contacted Mr H to request more information about transactions on his account. Mr H ... (3 pages)View decision -
Decision Reference DRN-4792347
10 May 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4792347 The complaint Mr D complains about how long it took AXA Insurance UK Plc to deal with his motorbike insurance claim after he had an accident abroad. AXA are the underwriters of this policy, i.e. the insurer. Part of this complaint concerns the actions of its agents for which AX... (3 pages)View decision -
Decision Reference DRN-4750326
10 May 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4750326 The complaint Mr E complains that Zopa Bank Limited (“Zopa”) irresponsibly granted him a credit card that he couldn’t afford to repay. What happened Mr E entered into an agreement with Zopa to have access to credit with a credit card account. The account was opened in March 202... (3 pages)View decision
